Help Desk Lead

Help Desk Lead

Job Summary:

Gridiron IT is seeking a Help Desk Lead to manage and guide our help desk team in delivering high-quality technical support to end-users. As the Help Desk Lead, you will be responsible for overseeing day-to-day help desk operations, ensuring timely issue resolution, and providing leadership to a team of help desk technicians. The ideal candidate will have a strong background in troubleshooting, excellent communication skills, and the ability to handle complex technical issues. Experience with CODIS (Combined DNA Index System) is preferred.

Responsibilities

• Lead and supervise a team of help desk technicians, providing guidance, coaching, and mentorship to ensure effective support and high productivity.
• Oversee troubleshooting and resolution of complex technical issues, ensuring that problems are resolved promptly and accurately. Escalate issues when necessary to senior management or specialized teams.
• Monitor and ensure proper handling of tickets, ensuring that all service requests are logged, tracked, and resolved according to established procedures and service level agreements (SLAs).
• Evaluate and optimize help desk processes to improve efficiency, reduce response times, and increase user satisfaction. Recommend and implement improvements based on user feedback and operational needs.
• Provide guidance and training to help desk staff and end-users on the use of software, systems, and troubleshooting techniques, ensuring users are equipped to resolve common issues independently when possible.
• Maintain clear, concise, and accurate documentation of common technical issues and their resolutions. Ensure the knowledge base is up-to-date for both the help desk team and end-users.
• Ensure effective communication with users, providing regular status updates on open issues and offering clear, user-friendly instructions to resolve technical problems.
• Collaborate with other IT teams (network administrators, system administrators, etc.) to resolve complex issues and ensure smooth integration of IT systems.
• Assist users with troubleshooting and resolving issues related to CODIS (Combined DNA Index System) as needed, ensuring that the system is functioning properly for all users.
• Education and Experience
• Bachelor s degree
• Minimum of three (3) years of experience as a lead worker in a program of similar scope, type, and complexity, including at least one year in a supervisory or lead role.
• Required Skills
• Documented troubleshooting experience with software applications, with the ability to diagnose and resolve complex technical issues.
• Exceptional verbal and written communication skills in fluent English, with the ability to clearly articulate technical information to non-technical users.
• Minimum of three (3) years of hands-on experience with the latest versions of Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint (user level).
• Strong focus on delivering high-quality customer service, with the ability to manage user expectations and resolve conflicts effectively.
• Proven ability to work effectively as part of a team, providing leadership and support to other help desk technicians and collaborating with other IT departments to resolve issues.

Desired Skills

• Two (2) years of experience with and knowledge of CODIS (Combined DNA Index System) is preferred, including troubleshooting and providing user support for the system.
• Certifications such as CompTIA A , Microsoft Certified IT Professional (MCITP), ITIL Foundation, or similar certifications are a plus.
• Experience with help desk software and ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Desk) to manage incidents, service requests, and track performance metrics.
• Experience identifying areas for improvement within help desk operations and implementing strategies to enhance efficiency and service quality.
• Basic project management skills, with the ability to manage and execute small to medium-sized projects within the help desk environment.
• Security Clearance
• Top Secret clearance to start.

Clearance

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information. Requires TOP SECRET

Compensation and Benefits

Salary Range: $40,000 - $60,000 (Compensation is determined by various factors, including but not limited to location, work experience, skills, education, certifications, seniority, and business needs. This range may be modified in the future.)

Benefits: Gridiron offers a comprehensive benefits package including medical, dental, vision insurance, HSA, FSA, 401(k), disability & ADD insurance, life and pet insurance to eligible employees. Full-time and part-time employees working at least 30 hours per week on a regular basis are eligible to participate in Gridiron s benefits programs.

Gridiron IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.

Gridiron IT is a Women Owned Small Business (WOSB) headquartered in the Washington, D.C. area that supports our clients' missions throughout the United States. Gridiron IT specializes in providing comprehensive IT services tailored to meet the needs of federal agencies. Our capabilities include IT Infrastructure & Cloud Services, Cyber Security, Software Integration & Development, Data Solution & AI, and Enterprise Applications. These capabilities are backed by Gridiron IT's experienced workforce and our commitment to ensuring we meet and exceed our clients' expectations.